Your Hotel Collection Details
Please find below a comprehensive list of major hotels in London and Heathrow, along with their designated collection times. For guests staying at hotels not listed, or at apartments/Airbnbs, kindly provide your full address in the “additional information” box during the booking process. Following your booking, we will reach out to confirm your nearest suitable pick-up point.
Collections from Central London and Heathrow hotels are scheduled between 7:00 AM and 8:30 AM. Please be aware that direct pick-ups from Heathrow Airport passenger terminals are not provided. If your flight arrives on the same day as the transfer, please consult the FAQ’s page (specifically section 3) for instructions on where to meet the service.
We advise all passengers to be prepared for collection in their specified hotel reception area, 10 minutes prior to the pick-up time indicated on their ticket. To ensure the swiftest and most efficient collection process from London, we may deploy several smaller vehicles for initial hotel pick-ups. You may be collected directly by the main coach or by a smaller shuttle vehicle that will then transfer you to the main coach.
In a small number of instances, circumstances such as road closures or events in London may necessitate an alteration to the planned route or timings to ensure timely arrival at the cruise terminal. Should any such amendments be required, we will contact you in advance. We highly recommend reviewing your emails before your departure to check for any updated pick-up time notifications.
Your Tour Questions Answered
How far in advance should one book? Tour dates are released 12-18 months ahead of time. Booking early is always recommended to secure a spot, as availability cannot always be guaranteed closer to the travel date.
How much luggage can a passenger bring? Each passenger is permitted a maximum of 2 items of hold luggage (75x51x28 cm, 23kg each) and 1 item of carry-on luggage (55x40x20 cm, 10kg each). Luggage limits are based on the available space in the vehicle’s hold. Bringing extra luggage means it will not fit in the vehicle, and the passenger will be responsible for arranging separate transportation for their luggage to their cruise ship. This could unfortunately lead to a stressful start to their holiday.
Should a passenger wish to bring mobility aids (such as wheelchairs or walkers), they MUST contact the tour provider in advance. Full dimensions and weight will be required. These items must be foldable and storable in the luggage hold, and wheelchairs are counted as one item of hold luggage.
What if a chosen hotel isn’t on the pick-up list? The service collects from selected London City Centre hotels and selected Heathrow Airport hotels. Occasionally, pick-ups or drop-offs at certain hotels may not be possible due to their location (not in central London or Heathrow Airport) or accessibility for coaches. Passengers should email the tour provider at reservations@internationalfriends.co.uk for advice on collection or direction to the closest pick-up point.
How can a passenger join the service if their flight arrives at Heathrow Airport on the morning of the tour? Collection times for Heathrow hotels are between 8:00 AM and 8:30 AM. If a passenger’s flight arrives on the morning of their tour, they should ensure ample time to reach their collection point after landing, bearing in mind that passport control and luggage collection can take up to 1 hour. Pick-ups are not made directly from airport terminals. Collection points are listed below. Once luggage is collected, the passenger will need to make their way to their collection point by either taxi (journey up to 10 minutes) or hotel shuttle bus (journey up to 20 minutes). Further information on hotel shuttle buses can be found at https://www.hotelhoppa.co.uk/. Collection points are based on the Airport Terminal where the flight lands:
- Terminal 2 or 3: Radisson Red Heathrow, Bath Road, UB7 0DU
- Terminal 4: Hilton Heathrow Terminal 4, TW6 3AF
- Terminal 5: Sofitel Heathrow Terminal 5, TW6 2GD Passengers should contact reservations@internationalfriends.co.uk for further assistance and note their same-day flight arrival when booking.
What if a flight arrives or departs from Gatwick? Unfortunately, Gatwick Airport is not within the London collection zone. Passengers will need to make their way to Central London for pick-up. If arriving into Gatwick, passengers should contact the tour provider for advice on the best transfer options.
What happens if a flight is delayed, and a passenger cannot reach the meeting point on time? As collection time for Heathrow hotels is 8:00 AM – 8:30 AM, passengers are asked to be ready by 8:00 AM. An emergency contact number will be provided on the e-ticket. Passengers should use this number to inform the tour provider of their new arrival time for best advice on available options. Heathrow Airport collections occur within a 30-minute window. If a passenger contacts the provider and is running 10-15 minutes late, they may be advised to go to a hotel scheduled for a later pick-up time. Shared transfers cannot delay final departure times for late arrivals. However, the tour provider will always assist passengers in making their way to the ship. As a general guideline, the shared service is not recommended for arrivals at Heathrow less than 2 hours before pick-up time. Refunds for missed shared transfers due to late flight arrivals, luggage collection delays, or passport control issues cannot be issued. In such situations, passengers should check if a claim can be made through their airline or travel insurance. If flight arrival timings are too close to the shared transfer departure time, booking a private transfer is strongly recommended, as private transfer departure times can be delayed.
What time will a passenger be collected from their hotel? Passengers will be given a collection time within a 30-minute window. Any changes to the collection time will be communicated 4 days before the tour. If no communication is received, the collection time remains unchanged.
How will a passenger identify the staff? Passengers should remain inside the hotel lobby. Their driver or guide will enter the hotel to collect them. Staff will know the passenger’s name and will be carrying a sign with the company name and the name of the tour.
How long will the journey take? Collections in Central London and Heathrow hotels begin from 7:00 AM. The aim is to depart London by 8:30 AM for Dover. Once all passengers are safely on the coach, the journey to Dover takes approximately 2 hours. If Dover Castle entry has been booked, up to 2 hours will be spent visiting the Castle, followed by an approximately 20-minute trip to Dover Cruise Terminal. Arrival at the Cruise Terminals is aimed for 12:00 PM if Dover Castle entry was not booked, and 2:00 PM if it was.
Are entries into attractions included in the ticket price? Entry to Dover Castle is not included in the tour price; it must be added to the booking if desired. Availability on the day of the tour cannot be guaranteed, so advance booking is advised. If Dover Castle entry has been pre-booked, the guide/driver will collect and provide the tickets. Booking tickets at the time of transfer booking is always recommended for guaranteed entry. Entry to attractions not pre-booked and paid for cannot be guaranteed.
Are audio guides provided at Dover Castle? Unfortunately, audio guides are not provided at Dover Castle. However, volunteers are typically present within Dover Castle who can answer questions.
How much walking is involved in this tour? The guide or driver will meet the passenger inside the hotel lobby and assist with luggage; the vehicle will park as close as safely and legally possible. The walk from the coach park to Dover Castle is uphill and takes approximately 10 minutes. The grounds are mainly accessible on tarmac paths, but some steep slopes may not be suitable for passengers with walking difficulties. Upon arrival at the port, there will be a short walk of about 100 yards from the vehicle to the terminal.
What should a passenger wear? British weather can be variable, so checking the forecast and dressing appropriately is advised. Bringing warm clothes, especially in winter, and layers for changing conditions is recommended. Appropriate footwear is advisable due to walking involved. Given England’s reputation for rain, a waterproof jacket or umbrella is also a good idea.
How many people will be on this tour? This is a shared transfer with a maximum of 36 people, plus the tour manager and driver. A luxury, air-conditioned touring coach with ample space for passengers and luggage will be provided. Please note that on some occasions with low traveler numbers, this transfer may operate in executive minivans without a tour manager.
Is food and drink included in the tour? Food and drink are not provided on this tour. Passengers are welcome to bring a packed lunch. Cold food and drink can be consumed on the coach. Hot food is not permitted, and all hot drinks must have a lid. All rubbish must be taken from the vehicle.
Will a passenger get to their ship on time? Shore excursions and transfers are designed for cruise passengers. Itineraries are based on ship arrival and departure times, ensuring passengers reach their ship in time for departure. Many ships provide allotted check-in times to stagger passenger arrivals, which is more an indication of the earliest preferred arrival time. If a passenger chooses not to visit Dover Castle, they can expect to arrive at the ship between 11:30 AM and 12:00 PM. If visiting Dover Castle, arrival at the ship will be by 2:00 PM (ship departure is usually around 5:00 PM). In the unlikely event of uncontrollable delays, such as traffic problems, the tour provider will liaise directly with the ship’s ground handling team to provide updates on progress and estimated port arrival time.
Should staff be tipped? Tips are entirely at the passenger’s discretion and are not expected. Should a passenger feel inclined to tip, staff would be grateful, but they should not feel obliged. A 10% tip is considered customary in the UK.
